2nd Line IT Support Engineer

The role:

We are seeking an experienced 2nd line support engineer to join our newly created internal IT Service Desk team provide 2nd Line IT support to our end-users across the K3 Capital Group of companies. 

The ideal candidate will proactively resolve issues and complete requests, ensuring a seamless experience for clients. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our IT Service Desk Team.  The candidate will act as a bridge between our 1st line support team and our 3rd line infrastructure team.

In order to succeed in this position, you will have excellent spoken English with the ability to provide technical support to end users who do not want to hear jargon!  You will need to be approachable with a can-do attitude, happy to answer questions and support other members of the team, sharing knowledge and expertise to enable them to develop

Key responsibilities:

1. 2nd Line IT Support:

• Provide desk side and remote 2nd line support to end-users, resolving technical issues and escalations issues effectively.
• Provide 2nd line support for Microsoft 365, Azure & Windows Active directory for on premise and cloud technologies.
• Ensure a seamless and positive experience for clients.

1. Proactive Issue Resolution:

• Identify and resolve issues proactively to minimize downtime.
• Maintain high standards of customer service.

1. Microsoft Modern Workplace & Cloud Technologies:

• Utilize Intune, Autopilot, M365 and Azure to manage and support end-user environments.
• Strong knowledge of Office 365, Microsoft Teams, Exchange, Intune, and Azure.
• Implement and maintain Microsoft Modern Workplace solutions.

1. Technical Expertise:

• Demonstrate excellent knowledge of Microsoft Operating Systems and networking principles.
• Proficiency in PC support, email technologies, VoIP telephony, backup solutions, firewalls, switching and routers.

1. Customer Service Skills:

• Exhibit excellent technical and customer service skills.
• Communicate effectively with end-users and team members.
• Manage time efficiently and build strong relationships with users.
• Able to communicate with and manage VIPs support requests.

1. Documentation:

• Produce high-quality documentation for IT processes and procedures.
• Maintain accurate records of support activities.

1. Coaching and Mentoring:

• Provide guidance and coaching to junior team members.
• Share knowledge and best practices to enhance team performance.

Certifications desired:

• Microsoft 365 administrator certification or other relevant Microsoft certifications are desired.
• ITIL Foundation certification (preferred)
• Full UK driving licence

Experience required:

• Proven experience with at least 2 years in a similar role providing 2nd line IT support.
• Strong knowledge of Microsoft Modern Workplace & Cloud technologies.
• Excellent communication and customer service skills.
• Ability to produce high-quality documentation.
• Experience in coaching and mentoring junior team members.

Benefits:

• Competitive salary
• Life Assurance
• Health cash plan which includes Wellness & EAP
• Group Pension
• Referral incentive
• Professional development & study support
• Exclusive staff discounts

Please note this role is working on a Hybrid basis 4 days per week in our Bolton office initially, with more flexibility able to be offered in future.